Julie Duhamel
Taunton,MA
Summary
I am a reliable professional with over twenty years experience in a variety of customer-facing focused industries. I genuinely care about the work I do and strive to create an effortless "own it" environment with a “can -do” spirit. I am an authentic team player recognized for adaptability. I have a passion for organization, efficiency and accuracy. I am an inquisitive individual and continuously enjoy learning. I strive to be an integral part of the organization I belong to, so I can take ownership of the role I am in and achieve results for company and customers alike.
Overview
15
15
years of professional experience
Work History
Optometric Technician
Savard & Moskos Eye Health Care
Middleboro, MA
09.2023 - Current
- Work up patient for exam
- NCT
- AR
- Optos Imaging
- Vision Acuity
- OCT
- Visual Field
- Stereo Test
- Ishihara's Test
- Assist patient with frame selection
- Scheduling appointment
- Review insurance
- Answer phones
- Processing Payments
- Office Organization
MRI Tech Aide
Shields Health MRI
Brockton, MA
02.2023 - Current
- Assist Technologist in setting up the room.
- Set up proper coil for exam.
- Ensure there is clean linen.
- Make available any items, which may assist the patients setup.
- Assist in the patient interview process.
- Safety check list, symptoms and history, determine prior exams.
- Make sure patient is properly dressed for exam.
- Explain procedure to patient.
- Reassure the patient if anxious.
- Assist Technologist in setting the patient for exam.
- Aid the patient getting on the table.
- Ensure all safety devices are in place.
- Help makes the patient comfortable.
- Assist Technologist upon completion of exam.
- Remove patient from bore.
- Remove all safety equipment.
- Aid the patient off the table and assist to changing area.
- Assist with Tech Data Entry.
- Assist with the cleaning and stocking of exam rooms.
- Assists with burning CD"s.
Customer Experience Associate Retention
Comcast | Virtual
, MA
01.2020 - 09.2023
- Set up and activate customer accounts.
- Assess customer needs and upsell products and services to maximize sales.
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Field customer complaints and queries, fast-tracking them for problem resolution.
- Secure client retention by driving service and product benefits, features and recommendations around clients' needs.
- Answer high volume of inbound calls per day and direct to individuals or departments.
- Uphold privacy and security requirements established by Comcast regulatory agencies.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Make outbound calls to obtain account information.
- Utilized selling techniques to educate and offer existing customers additional services to drive sales.
- Implement ACSR and Einstein 360 resulting in repackaging of services.
- Evaluate benefits for each caller to determine service needs and address concerns.
- Kept detailed records of customer accounts, including documenting customer concern, actions taken, and issues resolved.
- Provide excellent services for customers by following up on issues, completing time sensitive tasks.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
Representative 1, Credit & Collections
Comcast
, MA
01.2020 - 09.2023
- Completes Serviceability requests, helping sales move forward with installs while protecting the business from fraud.
- Ensures that an average of 3616 accounts continue through the collections timeline despite being extra delinquent.
- Process internet essentials amnesty credits after the company macro runs and processes the automated credits.
- Apply bankruptcy credits after company bankruptcy vendor has processed the majority of bankruptcy filings.
- Review accounts for high dollar return payments to evaluate the need for payment method restrictions.
- Performs dialer calls to collect on unreturned Comcast equipment.
- Performs dialer calls to educate qualifying customers of the Federal Government Affordable Connectivity Plan subsidy.
- Apply settlement credits to accounts that have gone through an outside credit agency timeline.
- Review broken payment arrangements and shut off customers.
- Call delinquent customers in an attempt to collect payments and set up payment arrangements.
- Process account payments.
Certified Nursing Assistant
IntelyCare
12.2018 - 01.2020
- Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
- Used mobility devices to transport patients.
- Documented activities and recorded information in EMR system.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Attended to patients in multi-bed unit, continuously checking on needs and maintaining high standards of patient care.
Certified Nursing Assistant
Plymouth Rehabilitation and Health Care Center
Plymouth, MA
01.2018 - 12.2018
- Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
- G-tube and trach familiarity.
- Pediatric Care.
- Acute Care.
- Dementia Care.
- Used mobility devices to transport patients.
- Documented activities and recorded information in EMR system.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Attended to patients in multi-bed unit, continuously checking on needs and maintaining high standards of patient care.
Receptionist
Renew Medical Aesthetics
Canton, MA
09.2017 - 06.2018
- Scheduled and confirmed appointments.
- Gathered, sorted, distributed and sent mail and packages.
- Maintained professional tone at all times, including during peak rush hours.
- Filed patient records.
- Pic stitch before and after of client procedures.
- Cleaned and maintained appearance of office.
- Check in and check out customers.
- Outbound calls to follow up with procedure results.
- Cash handling, reconciling monies and bank deposits.
Correction Officer II
Massachusetts Department Of Correction
Bridgewater, MA
02.2010 - 10.2017
- Responsible for the direct supervision and management of the officers and inmates assigned to my designated area.
- Understand and apply knowledge of the principles, practices and techniques of supervision.
- Plan, organize, assign and coordinate work according to the nature of the job to be accomplished.
- Implement and explain departmental policies, procedures, governing agency operations and assigned unit activities.
- Manage and motivate staff to ensure daily operations are completed in compliance with rules, regulations and guidelines.
- Conduct professional performance evaluations for all unit staff.
- Mentor and assist new recruits in on-the-job training.
- Work in a team setting, functioning successfully in group situations, maintaining harmonious working relationships and establishing rapport with persons of different ethnic and cultural backgrounds.
- Communicated effectively, such as giving clear oral instructions and maintaining accurate written records.
- Documented significant institutional events in concise incident reports that may be upheld in a court of law.
- Practiced daily de-escalation skills through routine interactions.
- Provided customer service to the general public, including contractors, vendors, other state agency officials and visitors.
- Conduct security rounds of housing-unts and performed routine inspections of inmates and vehicles to prevent violations of the legal policies enforced by the Massachusetts Department of Correction.
Education
Certificate in Comcast Communications -
Comcast University
03.2020
Certified Nursing Assistant -
Upper Cape Cod Regional Technical School
03.2018
Business Education
University of Massachusetts, Some College
Skills
- Organized
- Great eye for detail
- High attention to quality
- Critical thinking
- Decision Making
- Problem resolution-quick to identify solutions
- Researching
- Troubleshooting
- Billing
- Debt collections
- Call center operations
- Customer experience / Customer service
- High transaction environment
- Empathy
- Patience
- Diversity Strategies
- Listens carefully to accurately identify patients concerns
- Integrity- Trustworthy, dependable by maintaining confidentiality of sensitive data
- Keyboarding
- Navigating multiple software systems simultaneously
- Data Entry
- Cross-functional collaboration
- Tailors communication style and content to the audience
- Follows through on commitments
- Accepts feedback openly
- Easily adapts to new ways of working
- Ability to perform under pressure - trained in stressful scenarios, pressure filled situations
Timeline
Optometric Technician
Savard & Moskos Eye Health Care
09.2023 - Current
MRI Tech Aide
Shields Health MRI
02.2023 - Current
Customer Experience Associate Retention
Comcast | Virtual
01.2020 - 09.2023
Representative 1, Credit & Collections
Comcast
01.2020 - 09.2023
Certified Nursing Assistant
IntelyCare
12.2018 - 01.2020
Certified Nursing Assistant
Plymouth Rehabilitation and Health Care Center
01.2018 - 12.2018
Receptionist
Renew Medical Aesthetics
09.2017 - 06.2018
Correction Officer II
Massachusetts Department Of Correction
02.2010 - 10.2017
Certificate in Comcast Communications -
Comcast University
Certified Nursing Assistant -
Upper Cape Cod Regional Technical School
Business Education
University of Massachusetts, Some College